Tax Software Support Specialist

🔥 22 minutes ago

🇺🇸 United States – Remote

💵 $66k - $78k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Filed

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2024

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

Artificial Intelligence • SaaS • B2B

Filed is an AI-powered tax-prep platform that automates the end-to-end tax preparation workflow for accounting firms. It ingests client documents, extracts and organizes tax data, applies firm-specific logic and validations, and delivers review-ready returns that integrate with existing tax software. Filed is offered as a secure, enterprise-grade SaaS solution designed to increase throughput, reduce manual data entry, and enable accounting teams to focus on higher-value review work.

📋 Description

• Answer customer questions quickly and clearly in the support inbox and on calls • Troubleshoot issues inside Filed and the tax software firms already use • Reproduce problems so engineering can see exactly what the customer saw • Write clear, complete Linear tickets for engineers • Find workarounds that keep firms moving while fixes are being built • Spot patterns in customer reports and flag them before they spread • Help hundreds of tax preparers during the busy January-April tax season • Collaborate with engineering through issue reproduction, ticket writing and fix testing

🎯 Requirements

• Worked as a tax preparer and know what a correct return looks like • Experience in a ticketing system such as Pylon, Zendesk, Intercom or Freshdesk • Some QA or technical background, including testing software, reproducing bugs, or writing up issues for a technical team • Comfortable in at least one major tax platform, such as CCH Axcess, UltraTax, Lacerte, ProConnect, Drake or GoSystem • Experience replying quickly without cutting corners • Bonus: experience writing bug reports or working in Linear, Jira or a similar tool • Calm under pressure and patient with stressed customers • Clear writing • Curious about why issues occur • Organized enough to juggle many open conversations • Takes ownership and follows problems through to completion • Candidates must be based in the United States outside New York • Preference for Pacific or Mountain time zones

🏖️ Benefits

• Platinum-level medical insurance, fully covered for you, with 100% coverage for your dependents • Dental insurance • Vision insurance • 401(k) retirement plan • Paid maternity and paternity leave • A minimum of 30 days of paid holiday every year • Choice of the latest and greatest computers • Budget for home office setup • Company-wide offsites every four months • Equity offers ranging from $33,340 to $100,020 • Performance reviews every four months

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